Knowledge management dissertation is not researched in many sources. One may find materials for the knowledge management dissertation in mass media.
From collins kelsey
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Pub. on Dec. 15th 2010
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Clearwell Systems Named to KMWorld’s “100 Companies That Matter in
Knowledge Management”
Leading e-discovery provider recognized on prestigious list for innovation and
industry leadership
MOUNTAIN VIEW, Calif.
— Feb.
23, 2011 — Clearwell Systems, Inc.
, a leader in
intelligent e–discovery, today announced that it has been...
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Clearwell Systems Named to KMWorld’s “100 Companies That Matter in Knowledge Management” Leading e-discovery provider recognized on prestigious list for innovation and industry leadership MOUNTAIN VIEW, Calif. — Feb. 23, 2011 — Clearwell Systems, Inc. , a leader in intelligent e–discovery, today announced that it has been named to KMWorld Magazine’s list of “100 Companies That Matter in Knowledge Management. ” The list recognizes companies that have played an innovative role in the creation, enhancement and definition of the knowledge management market. “Given the growth in the volume of electronically stored information and the importance of handling this information efficiently and defensibly in the event of litigation, e-discovery is vital to the scope of knowledge management,” said Hugh McKellar, editor in chief of KMWorld. “We recognize Clearwell Systems based on its uniquely innovative search, analysis and review capabilities and its industry leadership in serving its enterpr
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From warren brian
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Pub. on Feb. 23rd 2011
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Knowledge Management Get a 360 Degree View
There are many definitions for knowledge management, including Wikipedia s that states KM
comprises of a range of practices used in an organization to identify, create, represent,
distribute and enable adoption of insights and experiences.
But for me to simply put it,
Knowledge Management is...
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Knowledge Management Get a 360 Degree View There are many definitions for knowledge management, including Wikipedia s that states KM comprises of a range of practices used in an organization to identify, create, represent, distribute and enable adoption of insights and experiences. But for me to simply put it, Knowledge Management is all about delivering the right knowledge in the context of work. Many businesses are realizing the importance of knowledge and leveraging the internal company knowledge to gain an edge over competition. With data dispersed throughout an organization in unconnected databases, knowledge management system brings these disparate sources together, organizes and processes corporate knowledge into usable forms for all employees. Most KM engines are all about the query: the handful of search words a user chooses to type. In a customer service solution, customer service interaction, enterprises increasingly have enormous context that is either derived from inf
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From kanna Ajay
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Pub. on March 9th 2011
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Converting Your Business Realistically Profitable with Knowledge Management Solutions
The parameters affecting the business have changed significantly.
Nowadays businesses are hungry for
information as this is the source to prospective opportunities.
For more information collaboration is a
must so that knowledge can be easily shared...
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Converting Your Business Realistically Profitable with Knowledge Management Solutions The parameters affecting the business have changed significantly. Nowadays businesses are hungry for information as this is the source to prospective opportunities. For more information collaboration is a must so that knowledge can be easily shared for serving the enterprises’ purpose. Knowledge management leads to enhanced efficiencies and productivity with greater revenues. Knowledge management entails unrestricted sharing of ideas for innovative promotions, streamlining the response time for accelerated services to customers, implementing processes that facilitate revoking of obsolete processes and ushering in streamlined processes and reducing the costs, rewarding the employees for sharing valuable information, thus fostering loyalty and intensifying revenue earning tactics by delivering the services and products faster in the market. Knowledge management can be an asset to the company if imp
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From kanna Ajay
Knowledge management in Iranian institutions is almost a new subject. Unfortunately this concept in Iranian institutions has grown slowly and as a result, it has reached to the point where a significant number of institutions never have used it and it caused their inefficiency and ineffectiveness. This article tries to find the root...
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Knowledge management in Iranian institutions is almost a new subject. Unfortunately this concept in Iranian institutions has grown slowly and as a result, it has reached to the point where a significant number of institutions never have used it and it caused their inefficiency and ineffectiveness. This article tries to find the root barriers to the implementation of knowledge management in Iranian institutions. To this end, the process of knowledge management through process approach was analyzed and then the main barriers and difficulties were identified. Then through information obtained from 114 selected Iranian institutions, to improve their systems, some proper recommendations were suggested.
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From Boonsap Witchayangkoon
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Pub. on Apr. 19th 2011
Pages: 10
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Knowledge Management to Optimizing the Overall Customer Experience
Implementing knowledge management in the contact center can have a profound effect on the quality and
efficiency of your service operations.
Implementing knowledge management, however, requires careful
planning and its success depends on an implementation with targeted...
More
Knowledge Management to Optimizing the Overall Customer Experience Implementing knowledge management in the contact center can have a profound effect on the quality and efficiency of your service operations. Implementing knowledge management, however, requires careful planning and its success depends on an implementation with targeted goals and the development of knowledge that is closely aligned with customer service consulting. Plan the Implementation Strategy the Right Way Knowledge management is not only a technology implementation; it is a deep cultural transformation in people, processes and tools. As a result, you need an implementation team that can ensure development of high quality knowledgebase content and rolls out a realistic plan. Management will need to understand the relevance of knowledge management and how it contributes to business goals. Knowledge management must be viewed as part of the vision for optimizing the overall customer experience and empowering the s
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From kanna Ajay
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Pub. on Apr. 19th 2011
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Knowledge Management: A Must for Positive Customer Service Publicity
Knowledge management is an essential business process that concentrates on improving performances,
leveraging innovation and competitiveness, enhancing integration and knowledge sharing procedures of
your business.
Knowledge management helps in implementing better...
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Knowledge Management: A Must for Positive Customer Service Publicity Knowledge management is an essential business process that concentrates on improving performances, leveraging innovation and competitiveness, enhancing integration and knowledge sharing procedures of your business. Knowledge management helps in implementing better solutions and strategies that aid in improving the forecasting abilities and accelerating your business productivity for positive results generation. The impact of knowledge management can be seen clearly in the results. A positive knowledge management process provides you with intelligent and flexible options that help in maximizing your business processes and resources effectively. This results in fulfilling customer service solutions expectations and moving towards your goals steadily. Customer service is not merely selling products or services to the customers. It is an inter-personal relationship where you have to prove your worthiness and your re
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From kanna Ajay
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Pub. on Apr. 26th 2011
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Six Best Practices of Knowledge Management
The quality and efficiency of your service operations can be improved with the implementation of knowledge
management in the contact center.
Customers benefit from interactions with more knowledgeable agents, who are
empowered to resolve issues with greater speed, accuracy and consistency....
More
Six Best Practices of Knowledge Management The quality and efficiency of your service operations can be improved with the implementation of knowledge management in the contact center. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency. This implementation can help in reducing agent training costs, while job satisfaction increases as interactions with customers become more positive. Implementing knowledge management, however, requires careful planning. Success depends on an implementation with targeted goals and the development of knowledge that is closely aligned with service needs. The six best practices we have found are most crucial to success. They are: 1. Set Goals and Objectives Your chosen goals and metrics will guide your knowledge management implementation. To set the goals for your knowledge management deployment, identify the areas that are most critical to your company’
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From kanna Ajay
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Pub. on May 11th 2011
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\
Surpassing Customer Expectation with Exemplary Knowledge Management Tools
Providing precise and timely information to customers through call center agents, web self service and
eservice is the norm in today’s business environment.
Applying appropriate methods to deliver
satisfactory customer service experience leads to achieving...
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\ Surpassing Customer Expectation with Exemplary Knowledge Management Tools Providing precise and timely information to customers through call center agents, web self service and eservice is the norm in today’s business environment. Applying appropriate methods to deliver satisfactory customer service experience leads to achieving business goals and accruing enriching opportunities. Customers are dominant figures with their involvement right from providing suggestions and rating the service levels to expressing their grievances and sharing reviews. With the customers being such an important part of business it is evident that sharing of knowledge and its practical application has to be impeccable. In a traditional setting content was written by those who did not encounter live experiences with the customer. Thus it could barely fulfill the requirements of the customers. The agents more often were stumped and their suggestions could not help in resolving issues. When agents inter
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From kanna Ajay
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Pub. on May 11th 2011
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Knowledge Centered Support – The New Knowledge Management Methodology
Knowledge centered support is the new buzz word.
There is a huge paradigm shift from the way we
produced or consumed knowledge.
Traditionally creating content and consuming content were
fundamentally different.
But the new thinking is that t knowledge creators...
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Knowledge Centered Support – The New Knowledge Management Methodology Knowledge centered support is the new buzz word. There is a huge paradigm shift from the way we produced or consumed knowledge. Traditionally creating content and consuming content were fundamentally different. But the new thinking is that t knowledge creators will consume, and knowledge consumers will create – and that both businesses and customers will benefit from it. Knowledge centered service provides levels of business agility, cost savings and knowledge quality that were a distant vision when first introduced, but are now essential to dealing with the exploding inquiry volumes, skyrocketing customer expectations and complex technologies that challenge support organizations every day. Customers are not only looking for more information but also want to express their opinion, critique and answer, or rate a product or vendor. Traditionally content was written by knowledge authors who typically do not intera
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From kanna Ajay
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Pub. on May 18th 2011
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Upcoming Webinar Xerox Case Study: Six Best Practices for Agent Knowledge Management
Is your knowledge management system delivering desirable results? Implementing knowledge management in the contact center can
have a profound effect on the quality and efficiency of your service operations.
Customers benefit from interactions with...
More
Upcoming Webinar Xerox Case Study: Six Best Practices for Agent Knowledge Management Is your knowledge management system delivering desirable results? Implementing knowledge management in the contact center can have a profound effect on the quality and efficiency of your service operations. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency. Agent training costs can be substantially reduced, while job satisfaction increases as interactions with customers become more positive. Implementing knowledge management, however, requires careful planning. Success depends on an implementation with targeted goals and the development of knowledge that is closely aligned with service needs. A live one-hour webinar to learn • Six proven practices to quickly and effectively build a high-leverage knowledge management program • Ways Xerox has followed each practice to generate value for agents, custome
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From kanna Ajay
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Pub. on June 21st 2011
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Improve Customer Service with Knowledge Management Solution
Knowledge management is interpreted differently by different organizations and some see it as a form of document management.
For call
center agents, it is a simple, searchable database or a problem- solving tool.
Customer service has evolved and the focus has shifted from...
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Improve Customer Service with Knowledge Management Solution Knowledge management is interpreted differently by different organizations and some see it as a form of document management. For call center agents, it is a simple, searchable database or a problem- solving tool. Customer service has evolved and the focus has shifted from efficiency to customer satisfaction. There are a number of new technologies available to create actionable insight from customer service interactions, as well as integrate contact center operations with other parts of the business. This has brought about a change in the way agents operate as their skill sets also evolve. Contact centers are looking at agents who can deliver positive customer experience to resolve the issues raised by the customer. The key metrics in the contact center have changed from a primary focus on call handling time to way to tackling first-call and customer satisfaction. Implementing knowledge management in the contact center c
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From kanna Ajay
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Pub. on July 12th 2011
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Enhancing Customer Experience with Knowledge Management
Knowledge Management plays a key role in improving the customer experience.
With the right knowledge management technologies,
customer service representatives have access to the required information at the right time, thereby enabling more knowledgeable, efficient,
and effective...
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Enhancing Customer Experience with Knowledge Management Knowledge Management plays a key role in improving the customer experience. With the right knowledge management technologies, customer service representatives have access to the required information at the right time, thereby enabling more knowledgeable, efficient, and effective customer service interactions. It provides the answers to their questions and provides guidance on resolving issues at their fingertips. This facilitates the customer service representatives to be empowered with the necessary information to resolve issues with better speed, accuracy and consistency. It is only with careful planning that knowledge management can be implemented. Its success depends on an implementation with targeted goals and the development of knowledge. The Best Knowledge Base A knowledge base needs to have suitable content that helps in addressing customer questions and needs to be easily traversed to find the best possible answer i
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From kanna Ajay
Get the Best from Knowledge Management
Knowledge management is the hottest subject of the day.
With the advancements in technology, data and information are
readily available online enabling business managers to discover and learn new measures, new technologies, and garner new
opportunities.
But this is not as easy as it looks, you...
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Get the Best from Knowledge Management Knowledge management is the hottest subject of the day. With the advancements in technology, data and information are readily available online enabling business managers to discover and learn new measures, new technologies, and garner new opportunities. But this is not as easy as it looks, you need to have the ability to gather information in usable formats and distribute knowledge to achieve the organization’s objectives. Knowledge Management can transcend your organization to new levels of effectiveness, efficiency, and scope of operation especially in contact centers. It can have a profound effect on the quality and efficiency of your service operations. With information readily available, customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency. There can be a substantial saving in Agent training cost. Implementing Knowledge management needs to b
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From kanna Ajay
Enhancing Agent Knowledge Management in the Call Center
According to the Service and Support Professionals Association (SSPA), the most frequent customer complaint about service and support
is the length of time it takes most organizations to settle incidents.
This challenge occurs as call agents often have incompetent techniques
of...
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Enhancing Agent Knowledge Management in the Call Center According to the Service and Support Professionals Association (SSPA), the most frequent customer complaint about service and support is the length of time it takes most organizations to settle incidents. This challenge occurs as call agents often have incompetent techniques of sharing information within the organization. Due to this agents cannot respond to queries as quickly and accurately as customers demand and customers receive inconsistent levels of service. With a good knowledge management system, customers can benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency. The implementation of knowledge management in the contact center can have an intense impact on the quality and efficiency of your service operations. The following tips can help enhance agent knowledge management • Sharing of knowledge management The most important prerogati
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From kanna Ajay
A Practical and Results-Oriented Knowledge Management Platform
The contemporary customer is a smart and learned one.
He is not the one to fall into baseless traps without concrete
evidence.
The worth of a good or a service has to be proven to enjoy the customer’s patronage.
As businesses aim to
provide better quality services to...
More
A Practical and Results-Oriented Knowledge Management Platform The contemporary customer is a smart and learned one. He is not the one to fall into baseless traps without concrete evidence. The worth of a good or a service has to be proven to enjoy the customer’s patronage. As businesses aim to provide better quality services to the customer they try to implement various methodologies to make things simple and fast. However these systems fail to coordinate and execute a cohesive function resulting in dissatisfactory customer service delivery. The customers are provided with inconsistent and poor service which affects the business prospects adversely. The facility of a web self service and chat service is invalid as the customers are not provided with prompt and updated information. The demand for these services is more as customers seek immediate resolutions. This means communication between the customers and the business has to be extremely flexible and transparent. The agent
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From kanna Ajay
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Pub. on Oct. 4th 2011
Pages: 1
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Exemplary Customer Experience with Knowledge Management Software
Every government organization’s objective is efficient delivery of services whether it is concerned with payments, claims
management, health care, legal and taxation services or any other public service.
However, the organizations are
incapable of accomplishing this...
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Exemplary Customer Experience with Knowledge Management Software Every government organization’s objective is efficient delivery of services whether it is concerned with payments, claims management, health care, legal and taxation services or any other public service. However, the organizations are incapable of accomplishing this objective due to disparate processes employed for meeting the requirements of individual departments only thus losing sight of the entire operation as a whole. These service processes hardly suffice the criteria for a unified and comprehensive government service process. They lack flexibility to adapt and meet the changing needs of the citizens, and the dearth of visibility hinders the possibility of a universal viewing of the processes. Every government organization has to deal with some fundamental activities like information procurement, scheduling, applications, assessments, service plan building and tracking, service delivery tracking, referrals for s
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From kanna Ajay
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Pub. on Nov. 3rd 2011
Pages: 1
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Knowledge Management System
Knowledge Management(KM) is the hottest topics of the internet world today.
It is the process
where organizations create value from their intellectual and knowledge based assets.
In General, knowledge can be classified into two types:
1.
Explicit Knowledge
2.
Tacit Knowledge.
1.
Explicit Knowledge:...
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Knowledge Management System Knowledge Management(KM) is the hottest topics of the internet world today. It is the process where organizations create value from their intellectual and knowledge based assets. In General, knowledge can be classified into two types: 1. Explicit Knowledge 2. Tacit Knowledge. 1. Explicit Knowledge: Wikipedia says, Explicit knowledge can be articulated, stored and codified in a certain media. Explicit Knowledge can also be easily transmitted into others. 2. Tacit Knowledge Tacit knowledge is a knowledge which is diffucult to transfer to another person by means of verbalising and writing it. It is just opposite to Explicit knowledge where people are not aware of the knowledge they possess. Knowledge management should meet the minimum demands like knowledge sharing, collection , transferance and storage. Knowledge management system possibly includes: 1. Database. 2. Groupware. 3. Files management system. 4. E-mail server. 5. Schedule Management Softwar
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From Michael Moody
Microsoft Word
Pub. on Feb. 2nd 2012
Pages: 1
Views: 4
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